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Question
DISSATISFIED CUSTOMER SCENARIO
Meg went to a local nail salon to get a manicure and pedicure. Unfortunately, she got a nasty nail infection on her left foot a day after her manicure. She didn"t go back to the salon to complain, but she told all her friends about it and warned them to never go there. One of her friends suggested she should go to the salon, complain, and demand a compensation for her medical expenses, or at least get her money back for the pedicure. Meg was so disgusted that she didn"t even want to go back there to complain. If she ever decides to get another pedicure, she certainly won"t go back to that salon.
Refer to Dissatisfied Customer Scenario. How would Meg's complaint benefit the salon?
a. Meg's complaint will be a valuable source of information for the salon.
b. Meg's complaint decreases the chances of her spreading negative WOM.
c. Meg's complaint can help the shop owner reduce Meg's switching costs.
d. Meg's complaint decreases the likelihood of her returning to the same salon.
e. Meg's complaint increases the salon owner's chances of being able to deny responsibility for the infection.
Answer
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